How effective is complaining?

Monday 22 June 2020

Concerns from islanders that their grievances with authorities are not being properly resolved has sparked a probe into the processes for complaining about government, States Members, the parish system and the courts.

The Care of Children in Jersey Review Panel – led by Deputy Rob Ward – will be examining how officials in positions of authority are held to account for their actions, and the ways in which members of the public are compensated when something goes wrong.

Following their review, the panel will then produce a report highlighting any faults in the current systems, as well as a series of evidence-based recommendations. 

The idea for the review came following the panel’s previous report into how well the government had responded to the recommendations of the Care Inquiry. 

Pictured: Deputy Rob Ward, Chair of the Panel.

During that review, various submissions relating to complaints procedures were received.

‘‘As a Panel we have received a number of submissions which have highlighted concerns about how complaints are managed, ultimately resolved (or not) and what action is taken as a result. This doesn’t just apply to Government but all areas of public administration,” Deputy Ward explained. 

“This review is seeking to identify what we have in place in the Island across the four branches of public administration and help make constructive recommendations about how best to improve these systems where necessary and increase public confidence in them. It is important to reiterate that this review is not intended to resolve any ongoing personal cases or grievances, however, we are interested to hear the views of those with experience of these systems and processes.”

Alongside Deputy Ward on the panel will be Deputies Louise Doublet, Mike Higgins and Trevor Pointon.

Deputy Kevin Pamplin, who recently took on responsibility for the OneGov Review Panel, which aims to examine changes to the structure of government ushered in by Chief Executive Charlie Parker, is Vice-Chair of the panel. 

NEWS: Can also confirm I’ve taken on the Chair of the OneGov Scrutiny panel. Very grateful to the Connétable of St Martin for her work. Important time to examine this change to the #JerseyCI public sector & the wider issues. Letter to the CM below. Info: https://t.co/qwRD4TFmK7 pic.twitter.com/KCtiNxkx5H

— Deputy Kevin Pamplin (@KevinPamplin) June 18, 2020

Anyone wishing to contribute to the complaints processes review should email scrutiny@gov.je or a.harris5@gov.jeby Friday 21 August.